Friday Ajayi

FRIDAY AJAYI • - •- SUMMARY I am highly motivated and results-driven sales professional, customer care, and administrative expert with over 7 years in delivering exceptional customer support, generating leads, qualifying prospect and driving revenue growth. Proficient at handling administrative tasks, customer inquiries, managing calendars, resolving issues, and fostering strong relationships to ensure customer satisfaction and loyalty. Quite skilled in utilizing CRM systems and other communication tools to resolve customer queries and enhance service efficiency. I have a proven record of achieving a high first-contact resolution rate. Committed to continuous improvement to enhance customer experience. Friday is a proactive team player with excellent communication skills, capable of thriving in fast-paced environments and managing multiple priorities. WORK EXPERIENCE Freelance - Customer Support, Administrative Assistant, Telemarketing and Sales To Date Managed inquires and resolved issues for diverse clients leading to 95% clients satisfaction rate Streamlined office operations, efficiently organized schedule and improved productivity Generated high quality leads and consistently exceeded monthly sales target. Closed deals, developed strong client relationship and contributed 15% overall sales ISON BPO LTD Administrative and Customer Support Officer August 2018 - March 2024 Managed daily schedules, coordinated meetings, and organized travel arrangements for staff, enhancing productivity by 25%. Delivered actionable insights from sales reports that led to a 10% increase in quarterly sales. Kept accurate records of clients’ interactions, inquiries, comments, and complaints on relevant systems and applications. Streamlined email management, reducing response times by 50% and maintaining a 99% satisfaction rate. Generated and qualified over 500 new leads in a quarter, contributing to a 20% increase in sales pipeline. Spanco BPO Channel Call Centre Team lead Sept 2013 - July 2018 Tracked key performance indicators (KPIs) such as average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). This led my team to exceed performance targets. Collected and presented actionable insights from customer feedback, leading to a 25% improvement in service processes and product features based on customer needs and preferences. Developed and implemented a client feedback loop system, which increased customer engagement by 40% and provided valuable insights for continuous improvement. Established strong, long-term relationships with key clients which Increased customer loyalty by fostering a 30% improvement in repeat clients interactions. Guided my team members in adherence to company policies, procedures, and regulatory requirements, Keeping the team informed of any changes in policies or regulations. Airtel Nigeria Customer Care Executive July 2011 -Aug 2013 Provided detailed information about products or services, helping leads make informed decisions which led to 15% conversion rate. Made outbound calls and successfully gathered and analyzed clients feedback to improve service offerings. Delivered quality customer service to a minimum of 150 calls (inbound) daily with professionalism. Logged clients queries promptly and ensuring that those not resolved on first contact are escalated to the back end for resolution. Identified and qualified potential clients, contributing to a 20% increase in sales pipeline. Actively participated in team meetings and training sessions, sharing best practices and mentoring new team members, which enhanced the team's collective skills and knowledge. Zain Nigeria June 2009 -March 2011 Customer Solution Provider Attended to a minimum of 150 calls daily Delivering quality customer service for a minimum of 120 customers a day with professionalism, thereby achieving over 90% resolution in firstcontact. Logged and resolved customer queries, maintained accurate customer interactions and transaction records using CRM software {REMEDY} Demonstrated excellent crisis management skills during peak times, reducing customer complaints by 50% during critical periods by maintaining calm and clear communication. Efficiently managed calls to minimize talk time while maintaining quality. De-escalated situations with upset or irate customers, turning potentially negative experiences into positive ones. EDUCATION Master in Educational Administration and Planning National Open University of Nigeria B.Ed. Business Education May 2017 - Jan 2019 April 2002 - Jan 2006 Olabisi Onabanjo University SKILLS Excellent and Effective Communication Lead Generation & Qualification Keen Attention to Details Knowledge of CRM software Cold Calling & Email Outreach Strong Problem Solving Ability Active Listening Ability Team Collaboration Market Research & Analysis Conflict Resolution and Negotiation CERTIFICATIONS 2024: PGD - Logistics and Supply Chain Management - Chartered Institute of Supply Chain Management 2023: Certificate - Supply Chain Management - Rutgers Business School, Newark-USA 2021: Certificate - Procurement and Logistics - Disaster Ready Learning Platform 2015: Certificate - Customer Service Training - Alison Learning Platform 2015: Diploma - Operations Management - Alison Learning Platform REFERENCE Available On Demand